How to Return Products
- Read the terms on this page
- Contact our Customer Service department on: 01773 522 309
- Print out and complete a returns form
- Pack device appropriately to avoid damage in transit
- Using a recorded, insured delivery service, send the device and completed returns form to:
A1 Connect Returns Department
Turnpike Business Park
Read our Returns terms and conditions here
We hope that our customers are delighted with their purchases however, if you are not satisfied with your product, please read this page carefully to ensure that your cancellation, exchange or repair goes as smoothly and quickly as possible.
My handset is faulty within 28 days - what do i do?
If your phone has developed a fault, please contact our Customer Service department as soon as possible on 01773 522 309
Inside the first 28 days we will exchange a faulty phone. EE and plan.com customers can have it repaired under their faulty replacement service. Outisde of that, we will have it repaired under the manufacturer warranty.
The fault must be because the phone has gone wrong and not because it was dropped – we do check – and you need to make sure everything is returned to us safely.
If your phone no longer works because it was dropped in to water, impacted on a surface or otherwise accidentally damaged, please claim on your mobile phone insurance.
I want to cancel my order - what do I do?
You have up to 14 days* after receiving your phone to cancel your agreement, please contact our Customer Services on 01773 522 309
Handsets are provided by A1 Comms, not the network. If you purchased your handset over the phone or online, under the “Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013”, you have the right to cancel your mobile phone contract within 14 days after getting your phone without incurring any costs, so long as there has been no more than 7 consecutive days usage, you ,or a person authorised by you, return it to us in pristine condition. Please note that you will be billed for any usage during this time.
If you have entered into a service agreement without any equipment, you’ll have 14 days from the date of your agreement. The equipment must be returned in a re-saleable condition with all box contents present. Please note that you will be billed for any usage during this time.
If these conditions are not met then we may be unable to cancel your mobile phone contract and you will be liable for the full term of the contract, so please read them carefully!
*Plan.com. Unfortunately we are unable to accept mobile phones / SIMS returns taken out on plan.com tariffs.
Returns Terms & Conditions
1. Qualifying Goods that are reported as faulty within 28 days of the date of your delivery will be exchanged free of charge.
2. Qualifying Goods that are reported as faulty after 28 days of the date of your delivery will be repaired under the manufacturer warranty or directly by the network.
3. Qualifying for Exchange or Repair
To qualify for an exchange or repair, Goods must;
3.1. have not been damaged wilfully or negligently;
3.2. be deemed by us or our Repair Partner to be mechanical breakdown or manufacturing error;
3.3. be returned to us complete with all original contents of the packaging.
4. Returning Goods
We accept no liability for loss or damage occurring during transit. It is your responsibility to ensure that the Goods are packaged appropriately. We recommend using a recorded and insured delivery service.
4.1. Goods must be returned to us complete with all original contents of the packaging.
4.2. Goods that qualify for under section 2 will have the cost of postage refunded in full.
If the returned Goods are deemed by our Repair Partner to not qualify for an exchange under section 3, you will be liable to us for any costs and postage incurred.
5.1. If Goods are deemed to be at fault due to wilful or neglectful damage, you will be liable for both the assessment fee and the cost of returning the phone to you.
Exchange Goods will be shipped after confirmation from our Repair Partner of a qualifying device.
6.1. We will endeavour to provide a like-for-like replacement for your Goods. Where this is not possible we will provide as close a match as reasonably possible.
7. Returning an iPhone
When returning an iPhone, it is essential you first sign out of iCloud and then erase the device.
This can be done in two, simple steps.
1. Sign out of iCloud
i. Go to Settings > iCloud, scroll down and tap Sign Out. In iOS 7 or earlier, tap Delete Account.
ii. Tap Sign Out once again, then Delete from My iPhone, and finally enter your password.
2. Erase and reset your iPhone
i. Go to Settings > General > Reset, then tap Erase All Content and Settings
ii. If your iPhone is using iOS 7 or later, and has Find My iPhone switched on, you will be required to enter your Apple ID and password. Once you provide this information, your iPhone will be completely erased and removed from your account.
If you no longer possess your iPhone, you can still erase the content and remove it from your account remotely. This can be done in one, simple step.
1. Sign in to your iCloud account at icloud.com/find, select the device you wish to erase and remove, and click Erase. Once it has been erased, click Remove from Account.